Disengage Triage Agent When Resource Assigned
S
Shawn Cannon-Williams
Update the Magic Agent's listening mode so that it automatically stops when a resource is assigned. Currently, it continues prompting clients even after scheduling, which causes confusion. The goal is to allow teams to keep using listening mode without it interfering once a ticket has a designated resource, ensuring a smoother client experience.
J
Josh Campbell
It would be helpful to make this configurable rather than automatically disengaging in all cases.
After hours, we automatically assign the on-call technician to incoming tickets so they receive alerts. In those scenarios, I still want the Magic Agent to continue working the ticket and attempt resolution before the technician intervenes. At the same time, I want the assigned resource to remain on the ticket for visibility and awareness.
A setting that allows us to define when the agent disengages, such as based on schedule, assignment type, or status, would give us better control and support both workflows.